Shorprite Customer Service Agent Job Vacancy Post
You are invited to apply for the Shorprite Customer Service Agent Job
Job Overview:
The Customer Service Agent plays a crucial role in delivering outstanding customer service experiences. This role is responsible for answering customer inquiries, resolving issues, and offering accurate product or service information. As a frontline support team member, the Customer Service Agent ensures that customer concerns are handled promptly with care and empathy, helping to create a positive and lasting customer experience. The role requires effective problem-solving and the ability to manage customer interactions efficiently, ensuring all requests are addressed within an appropriate timeframe. This position operates within a structured 45-hour work week (shift work, including weekends and public holidays), following all relevant legislative requirements.
Key Responsibilities For The Shorprite Customer Service Agent Job
- Deliver Outstanding Customer Service: Provide high-quality customer support and contribute to a culture of customer service excellence, ensuring that every interaction enhances the customer experience.
- Manage Customer Calls: Effectively manage all incoming calls, answer customer inquiries, and resolve emerging issues, delivering accurate information about products and services.
- Proactive Problem Resolution: Address urgent and emergency situations in accordance with product/service guidelines, ensuring customers receive timely support.
- Escalation Management: Ensure the appropriate escalation of requests and keep customers informed about the status of their inquiries and solutions.
- Product & Service Knowledge: Stay knowledgeable about product features, campaigns, and service guidelines, continually improving your expertise to support customers better.
- Achieve Service Goals: Meet and exceed established service level objectives to drive customer satisfaction and retention.
- Adhere to Standards: Follow Shoprite’s established policies, procedures, and standards, providing valuable feedback to improve operational efficiency.
- Continuous Improvement: Actively seek ways to improve the customer experience and resolve any challenges that may arise.
- Team Support: Offer assistance to colleagues when needed, including sharing knowledge or overcoming communication barriers.
- Additional Responsibilities: Support other tasks as assigned by the team to ensure smooth operations.
Qualifications:
- Essential:
- Grade 12 / Matric
- Beneficial:
- Degree/Diploma in Communications or a related field
Experience:
- Essential:
- 5+ years of experience in a customer service environment or similar role, with a proven track record of providing excellent customer support.